Call Center Audio Redaction Process and System

ABSTRACT

The redaction process/system operates on temporarily captured/saved audio file during an agent-customer-call center (CC) call. Voice-based audio data is captured and processed by monitoring data input from CC-agent into a defined data field (field in a CC-agent-presented form). The redact process generates a start-record time based upon initial data input into the field and further generates an end-of-recording (“EOR”) time for the field. The audio file is filtered and segments are permanently saved audio data (A-data) bounded by the start-record and EOR times. Thereafter, all stored audio data is deleted (preferably crypto-shredded) except the saved A-data to substantially eliminate retrieval of initially stored audio data. An IVR process can be used to trigger record ON/OFF instructions. Audio file segments can be trimmed with precursive and successive time periods to move the start and end times of the audio segments. System Operator sets time-trim periods.

This is a continuation of U.S. patent application Ser. No. 15/238,826filed, Aug. 17, 2016, now U.S. Pat. No. 9,641,676, issue date being May2, 2017, the contents of which is incorporated herein by referencethereto. The present invention relates to a redaction process and aredaction system for deleting either unnecessary data from an audiorecording or redacting sensitive personal identifying information (PII),medical information or other audio representations of high security dataor confidential data obtained during a customer—agent communicationssession with a call center. Only confirmatory PII, medical data etc. ispermanently saved. Trimming of such confirmatory PII, medical data orhigh security data prior to permanent storage for confirmatory purposesis also provided. PCI compliance can be achieved with the invention.Over longer time frames (3 months, 12 months), the initial permanentlysaved data may be further processed to delete more PII, medical etc.data to limit liability for a data breach.

BACKGROUND OF THE INVENTION

Call centers provide customers with needed information for new productsand services, provide responses to customer inquiries regardingpurchased goods and services, handle customer complaints and billinginquiries and provide bill payment services to businesses.

In the 1960s, early call centers primarily provided telephone answeringservices and message forwarding services between a caller, seeking tocontact the call center customer (typically a business customer), andthe call center business customer wishing to be informed of callsdirected to him or her. From that humble beginning, call centersexpanded their operations to provide a wider range of services, actingas a customer interface between a customer and a business vendor whosells goods or services to the public at large. However, the primefunction of the call center involved the oral communication between thecall center agent and the call center customer (as compared to the callcenter business customer). Even in those early days, call centers wouldrecord the agent-customer audio data for the business customer.

Beyond telephone answering services, vendors of goods and services sawan opportunity to use call centers as a mechanism to sell and promotetheir goods and services. Also vendors saw an opportunity to use callcenters to handle customer complaints and provide useful informationregarding the goods and services to customers seeking information fromthose vendors. This service is generally referred to as CRM or customerrelationship management services.

The next evolution of call centers involved handling billing complaintsfrom customers and, equally important, services prompting the customersto pay vendors and credit card service providers money owed by thecustomers (bill collection services).

In its expanded CRM role, call centers evolved from large buildingshaving large numbers of call center agents with the requisitetelecommunication switching networks and phone systems into a moredistributed computing environment where the bulk of data processing forincoming calls from customers are handled via the Internet by cloudcomputing and data storage services. Currently, some call centers havelarge physical facilities, other centers use distributed computernetworks linking multiple agent centers, and other centers have agentswhich sign into a cloud-based call center processing server (as anexample, each agent may interconnect with the cloud-based call center atthe agent's home, all that is needed is a laptop computer (or tablet), atelecomm line and an audio speaker-microphone headset for thecustomer-agent call). Some call centers are independent operators andsome businesses have in-house call center operations. Other businesseshave small in-house call center operations and use independent callcenter entities to handle overflow or certain “campaigns”. Examples of acampaign are: new product promotion and sales, product recall events,and credit remediation services due to a business data breach, amongothers.

Further, to improve the relationship between members of the public whowere primarily impacted by call center operations (as compared with thebusinesses who hire and pay for call center services), the call centerindustry employs a concept that any person who contact the call center(inbound inquiry) or who is contacted by a call center agent (anoutbound event) is a “call center customer.” As used herein, the term“customer” refers to persons who contacts a call center or who arecontacted by a call center, in contrast to the term “business” whichhires or retains the services of a call center. Of course, businessesmay hire a call center to contact other “business customers” but thosecontacted entities are called “call center customers” herein.

Earlier, call centers provided bill collection services to businesses.This involves collection of credit card, account data and potentiallybank account data from customers. Account data is highly sensitive,confidential information. All call center campaigns relating to creditremediation services handle highly sensitive PII data and account data.

Later on, call centers were used to sell goods and services to thepublic. A typical example of an out-bound event involves a call centerreaching out to members of the public to sell credit card affiliateservices the credit card holders. Another example of the expanding roleof call centers is to obtain information from a customer relating tolife insurance products. In this example the member of the publicapplies for the insurance and makes an inquiry online (via the Internet)or completes a paper form and transmits it to the insurance company.This call center business customer launches a campaign wherein the callcenter agent will contact the prospective life insurance customer andobtain detailed medical information from the customer. This medicalinformation is highly confidential. Therefore, PCI compliance can beachieved with these features.

The expansion of call center services to its business customers requiresthat the call center continually train call center agents regarding theinformation provided to call-center customers. Further in order toefficiently utilize call center agent time, agents are trained to handlea wide variety of consumer interactions both in connection with the saleor pitching of goods and services as well as the handling customercomplaints, providing bill payment services and engaging in billcollection services. During the day, an agent may handle 4 or 5different calls for different businesses. To train agents, call centersrecord the audio portion of the comm session between the agent and thecustomer. Managers review the stored audio tracks to quality purposesand to provide additional training for the agents.

To increase the efficiency and utilization of agent time, call centersemploy databases or other data storage facilities (as used herein, theterm “database” is broadly meant to cover any type of spreadsheet,database, data storage facility and data collection without regard tothe type or manner of organization and without regard to whether thedata storage facility or function is commonly called “a database”).These call-center databases are operated by call-center processors.Typically, the audio comm session data is stored in the database alongwith other common data such as agent name, date, customer name, profile,start time and end time of the comm session.

One example of call-center operations in connection with a billinginquiry from a customer, involves the customer calling a uniquebusiness-provided number which is tied via a telecomm network to thecall center operation. An agent is initially assigned to thecommunications session (comm session) and the agent opens the commsession with a pre-formatted display screen related to the business. Thepreformatted display screen is a form stored in the database. The agentasks the customer his or her account number or credit card number. Atother times the customer may have accessed the business providedtelephone number and the interactive voice response on the phone linerequests that the customer input via his or her account number via thetelephone keypad or the orally announce the account number or creditcard number over the line to the automated answering service.Thereafter, the comm session is opened with the agent and the customeraccount number is automatically displayed in the database form at acertain data field displayed to the agent. The agent sees thepartly-filled database form on his or her computer terminal and moreparticularly the display monitor on the agent terminal (the terminal maybe a desktop computer, a laptop, a tablet computer and, in some uniquecircumstances, a smart phone). Also, the database form presents theagent with questions that he or she will read to the customer. The term“form” is broadly used herein to refer to any preformatted presentationto the agent from the call center processor and the database, includingsplit screen displays showing multiple Q&A form data and data inputfields.

The customer oftentimes provides audible information to the agent andthe agent either inputs this information via keyboard, keypad ormouse-cursor interactions. In sophisticated call-center operations, thecall center will have interactive voice response (IVR) modules whichwill pre-populate data fields in the database and agent-provided formbased upon customer responses to audio prompts. In response to theseprefilled data fields, the agent may audibly confirm this informationwith the customer in order to ensure accuracy. This audio track isrecorded as audio data for quality assurance purposes.

In certain CRM situations, a customer may be irate and this customeremotion has an impact on the call center agent's ability to provideassistance to the customer. In other situation, such as the outboundlife insurance medical inquiry described above, the agent may requestthat the customer describe his or her medical conditions in great detailin order to provide sufficient information for the life insuranceunderwriter. This audio track is recorded for underwriting purposes. Thedata can be scrubbed for PCI compliance.

In order to improve customer satisfaction, improve the quality of CRM,enhance customer service delivered by call center agents, and to trainagents to engage in ever more complex customer interactions, callcenters typically record the audio communication during a comm session.Historically, call centers have always recorded audio tracks for theirbusiness customers.

Nearly every state has laws that require that the customer must give hisor her consent to the audio recording of a telephone call. This portionof the comm session is recorded in the “consent” portion of the audiorecord and is typically permanently saved with the comm session recordfile in the call-center database.

However, the long-term storage by the call center of critical audio datasuch as PII data, medical history, confidential or secret informationbelonging to the customer is a burden on the center. This is truewithout regard to whether the center is in-house in a business or anindependent operation. Laws and regulations now require multiple levelsof security that must be employed by the call-center to ensure that theaudio file containing PII, medical data or highly sensitive securityinformation recorded during the comm session is handled with areasonable degree of data security. Data breaches of databases with PII,medical data and highly sensitive confidential information are a matterof great concern. Governmental agencies actively pursue business thatsuffer these types of data breaches. Also, as the expense of datastorage costs continually fall, businesses tend to keep data fileslonger, thereby increasing the risk of data breaches.

The burden on the call-center to maintain a high level data security forall audio records of every comm session between every agent and everycustomer is very high. If all these comm session audio files aredelivered to the businesses (and thereafter deleted from the call centerdatabase), the business then bears the burden of data security. For thiscustomer sensitive information (e.g., PII, medical, etc.), the commsession data and audio files should be kept in a highly encrypted formfor a number of years. Given the fact that an agent may handle hundredsof customer comm sessions a day, secure data storage charges becomeexpensive. Although a call center can reduce data storage charges andprocessing time charges for secure data storage, the overhead and burdenon their data storage resources is significant. Transferring these audiodata files to their business customers only passes the buck, theoverhead and the burden to the business. The transfer does not solve theproblem. Business customers face the same degree of regulations andoversight regarding secure storage of PII data and medical data andother highly secure personal data.

In order to solve the heavy burden imposed on call centers (both in datastorage and in processing time costs) and the burden on call centerbusiness customers with respect to long-term data storage of the audiofiles, the present invention provides several automated redaction toolsoperative on these audio data files. With these automated redactiontools, audio files can be highly compressed by permanently saving onlysmall segments of each comm session audio file. Also, automatedredaction tools can trim the audio files such that only a smallconfirmatory audio segments are saved. For example during a commsession, if the customer audibly announces his or her credit card numberas Ser. No. 12/345,678, the auto redaction trimming tool provided bythis invention trims that audio file such that only the last four digitsof the customer's credit card account number are permanently saved, thatis, the audio file only has segment 5678. The same is true regardingaudio recordings of Social Security numbers (SSN). The automaticredaction trimming tool saves just the last four digits of thecustomer's SSN, that is, 6789 from the SSN 123456789.

OBJECTS OF THE INVENTION

It is an object of the present invention to provide a redaction processand a redaction system for deleting either unnecessary data from anaudio recording, redacting other portions of the audio file and savingconfirmatory sensitive personal identifying information (PII), medicalinformation or other audio representations of high security data orconfidential data obtained during a customer—agent communicationssession with a call center.

It is a further object of the present invention to provide permanentsaving of limited audio file segments (as part of the comm sessionrecord) and complete deletion and destruction of the entire audio datafile for the comm session.

It is an additional object of the present invention to provide completedeletion and destruction of the entire audio data file with cryptodeletion of the file and digital file location data on all audio datastorage devices and all audio files in databases.

It is another object of the present invention to provide trimming ofsuch PII, medical data or high security data prior to permanent storageof confirmatory portions for security and liability purposes and longterm data storage. Trimming “silent periods” from the raw audiorecordings is accomplished with trimming tools operative on “no audiovolume” or “nominal audio volume” audio segments.

It is an additional object of the present invention to reduce the heavyburden imposed on call centers (both in data storage and in processingtime cost (processing time used in connection with data encryption)) forsecure long-term data storage of highly secure data and to reduce thesimilar burden placed on business customers by redacting only criticaldata needed by the call center or the business and by the otherwisepermanent deletion of the entire audio data file.

It is another object of the present invention to provide automatedredaction tools whereby the audio file segment can be highly compressedand permanently saved or stored using only small segments of each commsession audio file.

It is a further object of the present invention to provide automatedtrimming redaction tools to trim the audio file segments such that onlysmall confirmatory audio segments are permanently saved.

It is an object of the present invention to provide a redaction processand automated redaction tools that can be preset, by the call center orthe business (to permanently save only comm session audio data segmentswith confirmatory data (the last 4 SSN digits)) and redact processes andtools that can be re-set by the business to permanently save only commsession audio data segments needed by the business. In this manner, thecomplete or entire audio file is shared by the call center to thebusiness and (a) the call center uses the redaction process andautomated redaction tools with one set of redaction/saving/deletionparameters or commands and (b) the business uses the redaction processand automated redaction tools with another set ofredaction/saving/deletion parameters or commands. Each operation ishandling the audio files in a manner commensurate with the operation'sdata security protocols and liability responsibilities to the customer.The data security protocols being mean to protect against data breachand data theft events.

SUMMARY OF THE INVENTION

The present invention relates to a redaction process operating on acaptured audio file and a call center (“CC”) with a redactor forredacting data from the initially captured audio file. The redactionprocess is deployed in combination with a call center which has a CCprocessor and a CC database coupled to telecommunications networks. TheCenter handles calls between a plurality of customers and a plurality ofCC agents. More particularly the redaction process operates onvoice-based audio data in a unique communication session between arespective customer and a corresponding agent. The redaction processstores, at least on a temporary basis, the audio data captured duringthe comm session between the customer and the agent. The CC processormonitors data input from the agent when the agent inputs data into oneor more predefined data fields. These predefined data fields aredisplayed to the agent by the CC processor and the data fields relate toCC database forms. The data input from the agent into the predefineddata field is both monitored and processed by the CC processor.

A start-recording time marker is created by the CC processor as part ofthe redaction process and is based upon an initial data input by theagent into the designated data field. The process also generates andend-of-recording (“EOR”) time marker for the redaction process. Theprocess then filters the stored audio data and permanently saves audiodata segments which are bounded by and fall within the start-record timemarker and the EOR time marker. The process then deletes all storedaudio data except the permanently stored or permanently saved audio datasegments in a manner that substantially eliminates retrieval of thestored audio data, but not the saved audio segment data. Statedotherwise, the audio segments which are not redacted are permanentlysaved but the entire audio data record from the comm session ispermanently deleted. Crypto shredding of the captured audio data isutilized. Otherwise, the entire audio data record (in contrast to thesaved segments) is deleted and all data pointers or “data location” datafor the entire audio data record is deleted from the CC processor memoryand/or the CC database. Since the “database” is defined herein as anytype of data storage, the entire audio data file is deleted anddestroyed from the CC processor RAM and the CC database and all otherdata storage units and devices operated in conjunction with the CCprocessor. This “delete entire audio file” can be done hours, days ormonths after the redaction and permanent saving of the audio datasegments.

The redaction process can operate in a cloud-based call centeroperation. In a cloud-base center, the CC database initially stores theaudio data for the comm session. Herein this initial stored is called“temporary storage.” The redaction process deletes all stored audio datain the CC database except for the permanently saved redacted audio datasegments. In most situations the permanently saved audio data segmentsare stored with other comm session data such as, time of call, end timeof call, agent and customer data (User Personal Profile or UPP data).This “delete entire audio file” can be done hours, days or months afterthe redaction and permanent saving of the audio data segments. Althoughthe term “permanent” is used in connection with stored audio segments,the permanently stored audio segments can be re-redacted month later.The re-redaction further deletes PII, etc. that is no longer needed forliability purposes.

The redaction process can also be operated in a remote setting where thecall center (the CC processor in the CC database) are remotelygeographically disposed over the Internet telecommunications networkfrom a redaction processor and redaction database. In a remoteoperation, the audio data is initially stored on a temporary basis inthe CC database or in a temporary memory utilized by the CC processor(both data storage facilities broadly defined as being encompassed bythe term “database” as used herein). The agent input into the predefineddata field is monitored by the CC processor. The redaction processoccurs geographically remotely away from the CC database and CCprocessor. This involves utilization of a redaction processor and aredaction database. These computer-based components are connected to theCC processor and CC database via a telecom network. The redactionprocessor and the redaction database accepts the temporarily storedaudio data from the CC process and the CC database sent over thetelecomm network. The redaction processor and redaction database filterthe stored audio data file (the entire audio data file) and permanentlysave the non-redacted audio data segments in the redaction databasealong with comm session data for the respective customer—agentcommunication session. The remotely disposed redaction processor issuesa delete-audio-file command to the CC processor which is an instructionto the CC processor to delete all stored audio data in a manner thatsubstantially eliminates retrieval from the CC database. This CCdeletion can be done well after the redaction and permanent saving ofthe audio data segments. The redact processor crypto shreds the entireaudio file from its memory saving only audio segments.

The redaction process can also be integrated into the call centeroperation. In this situation, the CC processor generates thestart-record time marker and the EOR time marker for the designated datafield. This data field was subject to an initial data input by theagent. The CC processor then filters the temporarily stored audio databased upon the start-record time marker and the EOR time marker andpermanently saves those audio data segments in the CC database.Thereafter, the CC processor deletes all stored audio data (the entireaudio file) from the CC database except for the non-redacted saved audiodata segments. Deletion by crypto shredding is sometimes utilized.However, deletion of the entire audio data file in a manner thatsubstantially eliminates retrieval of the audio file is required. This“delete entire audio file” can be done hours, days or months after theredaction and permanent saving of the audio data segments.

Some automated redaction processes and tools permit the system operatorto add a predetermined precursive time period to the start-record timemarker. In this manner if the agent hears the customer audibly announcethe customer's credit card number and the agent thereafter begins toinput the credit card number into the designated data field displayed onthe agent's terminal, the redaction process and system (a) first setsthe start-record time marker at the time that the agent initially inputsthe first few digits into the credit card data field and (b) thereafterthe redaction process moves the time marker to an earlier predeterminedprecursive period of time. This is an anticipatory start-record timemarker and is meant to capture the earlier audible announcement by thecustomer of his or her credit card number. The precursive period and theanticipatory start-record time marker enhance the permanent capture andstorage of the credit card audio record. In this manner the filteroperating on the temporarily stored audio data excerpts audio data atthe anticipatory start record time marker and captures and permanentlystores the audio record segment between that anticipatory time markerand the EOR time marker.

The EOR or end-of-recording time marker is established by the redactionprocess based upon several different conditions or events. The systemoperator (or the business having the redaction tools and processes) canset different EOR trigger events to stop the permanent recordingfunction. One EOR condition may be a simple timeout period based uponthe start record time marker or the anticipatory start record timemarker. Another EOR time marker is generated when data input into thedesignated data field by the agent exceeds the data field limit. Afurther EOR marker is triggered when the agent moves the curser toanother data field on the form. Another EOR time marker is manuallygenerated by the agent by selecting the “stop recording” or OFF functionbutton or selects a function key or command keystrokes on the agent'scomputer terminal device. Further, the redaction process may monitor anagent keyed input to generate the EOR such as by use of the enter key,the tab key, the page up, page down, an alpha keyed input when the agenthas previously provided data input into a “numeric only” designated datafield, or a numeric keyed input when the previous designated data fieldwas only accepting alpha key inputs, and a predetermined command keysetinput by the agent. Keyed inputs include: keyboard or keypad responses,touchscreen responses, and cursor-directed responses by the agent whichare monitored and detected by the CC processor.

A data trimming tool and process may be provided with a redactionprocess. With the trimming tool, once the system determines the EOR timemarker, the system can add a predetermined precursive EOR time period tothe originally established EOR time marker resulting in an anticipatoryEOR time marker. The anticipatory EOR time marker is then converted intoa supplemental override start-record time marker. In this manner theonly permanently saved audio data segment is the audio segment betweenthe supplemental override EOR time set by the redaction process andsystem and the originally established EOR time. Stated otherwise theprecursive or anticipatory EOR time is converted to a supplementaloverride start record time marker and the audio segment between theoverride start-record time marker and the original EOR time markerdesignates the time-based boundaries of the permanently saved audio filesegment.

In a further enhancement of the present invention, the redaction processutilizes in interactive voice response or IVR methodology. Oneembodiment of the invention uses an IVR interactive data field. Withrespect to a data input field which is designated as an IVR interactivedata field, the CC processor monitors on the agent's terminal and whenthe agent seeks to enter data into the interactive data field (orconfirm, via an audio presentation to the customer), the start-recordmarker is generated. This IVR process is activated based uponinteraction with the designated data filed presented to the agent. Theinitial start-record time marker may be set by the agent with data inputactivity in the IVR interactive data field. The EOR generation isdiscussed above.

The trimming functions described herein can be employed to createprecursive record ON times, successive record ON times, precursiverecord OFF times, successive record OFF times, all in conjunction withthe IVR processes.

Trimming silent periods of low speech volume and “no audio recorded”periods is also a permitted function. These silent periods are cut orredacted from the to-be-permanently-saved audio record.

In a further enhancement, with respect to the IVR process and the EOR,the agent, moving to the next data input field triggers to end ofrecording marker.

The invention also involves a call center with a redactor system forredacting audio data segments from a captured audio file. In this callcenter redactor system, the system includes an audio data store for theaudio data captured from the comm session. The audio data store isassociated with the CC database. The CC database has a plurality of datainput forms which are generated for display on the agent's computermonitor. These forms have designated data fields therein. The callcenter redactor system includes a data input monitor which is coupled tothe CC processor and is activated based upon the agent's data input intothe designated data field. All data input, output and transferredthrough the agent's computer-based terminal is processed by the CCprocessor. A start-recording trigger is also connected and coupled tothe CC processor. The start record trigger is activated upon the agent'sdata input into the designated data field. The start record triggergenerates a start record time marker which is associated with the storedaudio data.

The CC processor also includes a timing circuit and agent monitorcircuit for determining the EOR time marker. A filter is coupled to theCC processor which generates a throughput which throughput data is thepermanently saved audio data. This permanently saved audio data is databounded by the start record time marker and the EOR time marker. Thepermanently saved audio data store holds the permanently saved audiodata received from the filter as filter throughput. A crypto datashredder is utilized to shred the stored audio data, but not thepermanently saved audio data segments, from the CC database.

The call center redactor system in another embodiment includes an IVRinteractive data fields as described above for interactive voiceresponses by the customer, in response to the machine generatedquestions.

The call center redactor system also includes a process for addingpredetermined precursive time periods to the start record time marker toprovide the anticipatory start record time marker. In a furtherembodiment, the call center redactor system includes an EOR time markergenerator which operation is discussed above.

BRIEF DESCRIPTION OF THE DRAWINGS

Further objects and advantages of the present invention can be found inthe detailed description of the preferred embodiments when taken inconjunction with the accompanying drawings in which:

FIG. 1 diagrammatically illustrates both a call center system 10 and itsfunctional blocks and a redaction system 12 and its functional blocks inaccordance with the principles of the present invention. Call centersystem 10 and redaction system 12 are coupled together via atelecommunications network 16 and FIG. 1 diagrammatically illustrates,as an alternate embodiment, redaction system 12 generatingdelete-audio-record commands to the call center 10 after processing andredacting key audio segments from the entire audio data file.

FIG. 2A shows a gross example of a data form produced by the databaseand processor and displayed on an agent terminal-computer, showingsamples of designated, nondesignated and truncated data fields.

FIG. 2B diagrammatically illustrates the call center handling paymentsand account inquiries for multiple call-center customers.

FIGS. 3A through 3D diagrammatically illustrate functional modules andsteps for a basic call center process with several redaction functionsin accordance with the principles of the present invention.

FIGS. 4A through 4C diagrammatically illustrate various expandedredaction processes in flowchart form in accordance with the principlesof the present invention.

FIGS. 5A, 5B, 6, and 7 diagrammatically illustrate timing charts showingvarious redaction functions, tools and trimming functions in accordancewith the principles of the present invention.

FIG. 8 diagrammatically illustrates audio decoding-transcriber.

FIG. 9 diagrammatically illustrates the redaction process flowchart withmultiple data shred operations.

FIG. 10 diagrammatically illustrates call center 10 being geographicallyremote with respect to redaction center 12 and data shredding operationsactivated in both call-center 10 and redaction center 12 in accordancewith the principles of the present invention.

FIG. 11 diagrammatically illustrates an integrated call center system,integrated with a redaction subsystem in accordance with the principlesof the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

The present invention relates to a redaction process and a redactionsystem for deleting either unnecessary data from an audio recording orredacting non-confirmatory data and saving only select sensitivepersonal identifying information (PII), medical information or otheraudio representations of high security data or confidential dataobtained during a customer-agent communications session with a callcenter. Trimming of such PII, medical data or high security data priorto permanent storage for confirmatory purposes is also provided. Similarnumerals designate similar item in the drawings. An Abbreviations Tableis provided near the end of this detailed description which listscertain items found in the drawings and discussed herein.

FIG. 1 diagrammatically illustrates the major functional blocks in thecall center (“CC”) 12 which operate in conjunction with redactionsubsystem 12. Call-center 10 is coupled or connected via telecom network16 to redaction system 12. Customers C1 and C2 communicate withcall-center 10 via telecom network 14. Call-center 10 includes CCprocessor 18, CC input/output interface module 20 and CC database 24.Call-center 18 has temporary memory 22 used primarily to storeoperational programs and data subject to processing. CC Agents A1 and A2are connected and coupled to call-center processor 18 either via a localarea network or a wide area network (see Agent terminal 26) or areconnected via telecom network 15 to the processor (see Agent A2).

As is commonly known, agent A1 and agent A2 utilize a headset (notnumbered) having an earphone or a speaker and a microphone to handleaudio or voice-based communications between a customer callingcall-center 10 and the agent at the agent terminal. The agent terminalmay be a desktop computer, a dumb terminal connected to CC processor 18,a laptop, a tablet or, in some situations, a smart phone. With respectto agent A2, that agent is coupled to his or her terminal via wirelessnetwork 13 and terminal 27 is connected via a wireless network tonetwork 15 which, in turn, is coupled to CC processor 18. Of course, CCprocessor 18 utilizes various input/output interfaces for itsinteractions with all the networks.

Agent terminal 26 includes a processor 30, keypad/keyboard/touch screeninput 32, a mouse 34, and a display monitor 28. Computer-based device 32is an user's interactive data input device. The headset is connected tothe terminal. As is known in the call center industry, when a commsession is initiated between customer C1 and agent A1, the CC processor18 obtains data forms from database 24 and displays those data forms onagent monitor 28. Those data forms have various data fields therein. SeeFIG. 2A, see also the Call Center Database Table below. Sometimes thesystem pre-loads data into a data field for view by the agent. The agentmay orally confirm this data (such as credit card account data) with thecustomer during a comm session. In connection with the presentinvention, agent interactions in data fields df1, df2 are important asexplained later.

Redaction subsystem 12 is coupled to call-center 10 via telecom network16. Redaction subsystem 12 includes input/output interface 42 andredaction processor 40. In the illustrated embodiment in FIG. 1,redaction subsystem 12 is a trusted third-party or TTP system. Thetrusted third-party TTP system provides redaction services undercontract to the operator of call-center 10. In this manner call-center10 can delete the entire audio file thereby trusting the TTP redactionsystem 12 to handle the entire raw audio file and ultimately provideback only non-redacted audio segments. In this manner, the call centeroperator can achieve higher compliance with data security protocols,reduce data storage costs and processing overhead (reduced need toencrypt numerous, large files).

Redaction subsystem 12 includes redaction processor 40 and temporarymemory 44. Redaction processor 40 is connected to redaction filter 46.Since the redaction system operates on the entire audio file (theoriginal or raw audio data file), the entire audio data file is storedin audio data storage unit 54. Audio data storage unit 54 may be part ofredaction database 60, but is illustrated as being separate herein dueto the functionality of the data storage space. Redaction system 12includes redact-save-function module 48 which operates concurrently withautomatic deletion function module 50.

Redaction subsystem 12 includes redaction database 60. Specific datarecord retained by redaction database 60 includes records 62, 63 whichrecords are comm session ID, the non-redacted audio segments and otherstandard comm session data. Database 60 includes numerous records 63etc.

Since redaction subsystem 12 is operated by a trusted third-party TTP,the redaction system operator (the TTP Sys Op) can provide servicesindependently to corporations A, B and C. Redaction database 60 hasspecific handling operations for multiple corporate data collections A,B and C. In this sense with respect to FIG. 1, call-center 10 can belocated in-house in corporation A. On the other hand, TTP redactionsystem 12 can operate in conjunction with another companies (Corp B datain DB 60) which is completely independent of the in-house call center(Corp A data in DB 60).

In some situations, the entire audio record of the comm session isstored by CC processor 18 both in CC temporary storage 22 and in CCdatabase 24. FIG. 1 shows, as an alternate function, alternatedelete-command module 65 which provides a delete-all-audio-file-datacommand direct to CC processor 18. As used herein, a command isidentical to an instruction. As a result, CC processor 18 would deletethe entire audio file from temporary memory 22 and CC database 24. Theredaction subsystem 12 sends comm session data, including thenon-redacted and excerpted audio file data segments, back to CCprocessor 18 and CC DB 24.

The operations of call center 10 are fairly well documented in the priorart. However certain processing submodules for the redaction functionand redaction subsystem 12 are employed by CC processor 18. For example,CC database 24 holds a plurality of data forms which the agent shouldcomplete during a particular or unique comm session with a customer.These data forms in CC database 24 need predetermined data fields whichthe agent should complete. These predetermined data fields df1, df2 areshown in FIG. 1 on the agent's screen or computer monitor. When agent Abegins inputting data into data field df1, CC processor 18 has a monitorM1 which generates a CC start record timing signal TR. This CC starttiming signal as well as other timing signals are sent with the entireaudio file to redaction subsystem 12. The audio file transmission may bepart of a batch communications sent to redaction subsystem 12periodically (daily, hourly, etc.) or may be sent in substantially realtime (ignoring processing and network transport times) to redactionsubsystem 12. The audio file may be integrated with the comm sessiondata transferred from CC processor 18 via network 16 to redactionprocessor 40. Therefore, real-time redaction is possible as well asdelayed redaction and batch processing by subsystem 12.

After the agent completes data entry into designated data field df1, theagent moves his or her cursor or executes a keypad activity from datafield df1 to df2. That shift from data field df1 to df2 is captured bymonitor M1 in processor 18 and generates a CC end-of-recording or CC EOR(end-of-recording) or an end-of-file (EOF) trigger TR for data fielddf1. M1 generates some type of CC start and CC stop markers for data df1at the A1 terminal. The other software routines which may be executed byCC processor 18 to generate the EOR are discussed later. Some of theseEOR subroutines could be resident in CC processor 18, CC temporarymemory 22 and CC database 24 or may be resident in redaction processor40, temporary memory 44 and redaction database 60.

The nomenclature CC start-record and CC EOR, when taken in conjunctionwith agent terminal 26 and CC processor 18 are different than theredaction or Red start-record and Red EOR nomenclature used inconjunction with redaction subsystem 12. Although the timing signals aredifferent, the signals are related to each other in that with respect toCC EOR and Red EOR, the CC EOR is captured and stored in the commsession data in CC DB 24, which comm session data is later transmittedto redaction subsystem 12 (if system 10 and 12 are integrated, theyoperate in real time). Stated otherwise, the CC start-record is used asa basis to generate the Red start-record. The CC EOR may be used as abasis for the Red EOR or may be discarded as discussed later inconnection with the generation of the EOR in the redaction system 12.Timing signals in CC processor 18 are always referred to as CCstart-record and CC EOR, in contrast to “start-record” and “EOR” timingsignals in redaction system 12.

FIG. 2A shows a gross example of a data form 9 produced by the database24 and processor 18 and displayed on agent terminal-computer 26, namelyagent display monitor 28. The items in the single line box 1 are fullydisplayed on terminal 26. Items underlined with a single line 2 aredisplayed and should be completed by the agent. In a general sense,these are nondesignated fields. See the UPP Table below. The itemslisted with a double underline 3 are designated fields that cause astart-record time marker. The credit card data field 4 requires input ofthe complete credit card data. Subsequently in connection with thedisplay screen database form after an input of the social securitynumber (SSN) field 5, the agent's display screen shows only the last 4SSN digits in field 6. Also, the database form 9 includes manual recordON active button and record OFF active button. The functions are in thedouble line box 9.

FIG. 2B diagrammatically shows call center 10 engaging in a paymentprocess initiated by customer C1 with agent A1. In this situationcustomer C1 has requested goods or services from a vendor who is abusiness customer of call center 10. The agent has processed thecustomer's order and has accepted credit card data orally from customerC1. The agent enters the card data into data field df1 which triggers CCstart-record and subsequently CC EOR trigger. That credit card data 67is sent from CC processor 18 to payment processor 68. Payment processor68 then transfers data and commands to bank 70 which delivers money tothe vendor providing goods or services to the customer. Paymentprocessor 68 also sends an invoice or bill to the customer for suchpurchase. Payment processor 68 refers to several layers of organizationsas does bank function block 70. It is well know that credit card accountdata is highly confidential and is high security data which must behandled by CC 10 with special care. Although the initial capture ofcredit card data by the agent and CC processor 18, CC memory 22 and CCdatabase 24 is necessary to complete the C1 transaction, that creditdata or sizable portion of the credit card data should be scrubbed andpermanently deleted. Hence the need for TTP redaction processor 40 andredact database 60.

FIGS. 3A through 3D and FIGS. 4A through 4D are discussed concurrentlywith the timing diagrams in FIGS. 5, 6 and 7. With respect to allflowcharts and process diagrams herein, the steps and functional modulescan be reorganized as needed to achieve more efficient operations. Themodules and the sequence of the steps or modules is presented hereinonly to provide an understanding of the methods, functions and systemsemployed in connection with the principles of the present invention.

FIG. 3 provides a process flowchart for a call center process with basicredaction function in step 200. In step 210, a call is received byCenter 10. Center 10 assigns, in step 212, a session ID to the event. Instep 214, the center identifies the customer or caller. It is well-knownthat customers may have a user personal profile or UPP stored in CCdatabase 24. If the customer has never engaged in the call center, atemporary UPP or caller profile is established. Sometimes companies willgather customer data such as account information and bundle thatcustomer data and account information and UPP customer data prior totransmitting the data and the call to the call center. The call centerstores that customer UPP and account data in CC database 24 prior to theagent initiating the comm session with the customer. Sometimes the datatransferred to the call center is concurrent with the agent initiatingthe comm session with the customer. In step 216, the center assigns thecomm session to an agent. In step 218, the comm session begins betweencustomer and the agent. CC database 2 and CC processor 18 initiates asession log with a date, time, agent, and customer UPP.

In step 220, CC processor 18 presents a data input form as a screenpresentation to the agent at terminal 26. In step 222, processor 18audibly presents to the customer a “consent to record” announcement forthe comm session. At this time call center 10 is records the “consentagreed to” interaction with the customer (if no consent is given, thesession ends). The “consent agreed” communication is recorded by center10. This is a critical audio segment data to be saved. Other consentrecording routines may be utilized.

If the customer indicates his or her consent to the recording, processor18 turns ON the temporary save audio record function for the entire commsession in step 224. Alternatively, in step 226, the agent may manuallyturn ON the record function. Some call center agents are provided withfunctional commands or buttons to turn ON and OFF recording functionsfor the call center.

Continuing on to FIG. 3B, in step 228, CC processor 18 sets one type ofCC start-record time marker when the agent initiates a manual record ONcommand generally indicated in FIG. 5A as tm-1. The “consent ack” audiotrack or segment is t-0 to t-consent in FIGS. 5, 6 and 7. “M” in tm-1refers to manual activation of recording ON function by the agent. Therecord OFF function is timing marker tm-2 in the timing diagrams. Instep 230 CC processor 18 records the critical audio segment for the commsession until the agent selects record OFF (tm-2).

In step 232, the agent inputs data into the displayed data fields (seeFIG. 1, df1) in his or her terminal 26. In step 234 the data input indisplay field df1 triggers a data field trigger (module M1 in FIG. 1 andtrigger TR) and in the timing diagrams at t-df-1 (this t-df-1 FIG. 5A isthe 1^(st) time marker to data field df1 in FIG. 1, “t-df-2” FIG. 5A isthe 2^(nd) time marker for data field df1 in FIG. 1). Although theinitial data field time marker can be categorized as a CC-df1-t1 timemarker (from the CC 18 processor, data field df1, 1^(st) time marker“t1”), that CC-df1-t1 time marker is subsequently processed by redactionsystem 12. The Redact t-df-1 may ultimately be different than CC-df1-t1time marker, however the two time markers are interrelated by algorithmsand different processing times as discussed below.

In step 236, a timeout clock t-out may be started. Time-out periods arenoted herein as “tx,” such that the time out period from time markert-df1 is calculated as “t-df1 plus tx” which may be a precursive time ora successive time altering t-df1. The timeout clock in step 236typically is be processed by redaction processor 40. However, if theredaction process is integrated with call center 10, the timeout clockis processed by CC processor 18. The timeout clock can be used forseveral purposes including an automatic record OFF function, if theagent fails to respond to complete the data field in t-out period, itmay be dependent upon the length of the data entry in a particular datafield, and/or a projected speech time of the customer to orally deliverthe information to the agent, thereby permitting the agent to enter theaudible information into the call center system.

In step 238, when the agent moves from field df1 to the next data fielddf2 (FIG. 1) and CC processor 18 generates two triggers, one being thesecond end-of-field EOF trigger for data field df1 (a timing marker ast-df2 on timeline 400, FIG. 5A) and the second being the initial datatrigger for data field df2 (not shown in FIG. 5A). This initial datatrigger for data field df2 assumes that field df2 is a designated datafield (“designated” referring to a permanent save audio event). If NOT,then there is no initial data trigger for data field df2 because thatdata field is not subject to “save audio file segment.” Statedotherwise, the data may be important, but the audio file is not neededfor confirmation purposes. If designated, the CC df2 EOF (end-of-file)trigger is a CC df-2 start-record trigger. In the timing diagrams asdiscussed above, the CC df-2 start-record trigger is converted to anend-of-field EOF time marker flag shown as t-df2 in the timing diagrams,listing the EOF for data field df1.

Alternatively the EOF or end of field marker can be activated by theagent via terminal 26. EOF-EOR time markers are listed in the EOR Tablebelow. Further, activation could a keyboard or keypad selection of theagent selection of the enter key, tab key, etc., any keyset representinga command or any other manual control. Cursor activation indicating adata field change to a different field is noted in step 238. The nextdata field may be either a “designated record data field” (indicatingthat audio segments should be recorded-saved for data entered in thatfield) or may be nondesignated (indicating that the audio segment shouldnot be recorded-saved) as needed. In step 240 the system repeats theON-OFF “save-do-redact” flags for all data fields as needed and asestablished by the call center management or the CC system operator. Instep 242, the comm system and the process proceeds to FIG. 3C.

UPP Table (example) name address phone number account data date of lastinquiry result of last inquiry

Call Center Database Table (example) Customer UPP comm session ID starttime, end time customer satisfied Yes/No

End of Recording (EOR) Table (example) (a) Agent shifting from one datainput designated data field to another (b) Data input into a designateddata field exceeding a data field limit (e.g., df limit is 10characters, agent inputs 11 characters) (c) Agent keyed input command(d) Agent manual “record OFF” command (e) Keyed inputs from keys: enter,tab, page-up, page-down, etc. (f) Keyed inputs: alpha key in numericfield, a numeric key in alpha field (g) Keyed inputs: any predeterminedcommand keyset (h) Agent voice commands

Keyed Input Table (example) keyboard responses keypad responses touchscreen responses cursor-directed responses voice commands

In FIG. 3C, call center 10 and CC processor 18 update the comm sessionrecord in CC database 24 as noted in step 244. In step 246 CC managementmay review the comm session audio file and particularly the audiorecording for the entire session for quality control purposes. This isnoted in steps 246, 248. In step 250, a return to the main process isnoted. In step 252 an inquiry is made as to whether the audio redactprocess has been activated. If NO the process stops. If YES, the processproceeds to step 254. In step 254, the audio file is uploaded to theredaction subsystem 12 for the entire communication session betweencustomer C1 and agent A1. In the alternative, in an integrated system,call center processor 18 activates redaction processor 40.

In step 270, systems 10, 12 initiate the basic redaction process. Step272 is primarily processed by the redaction subsystem 12. A correlationis made between the timing markers or flags and the raw audio data filewhich has been uploaded into the redaction subsystem 12. The audio fileis stored in data storage 54. The start record timing flag and end offile EOF flag and the pre-set timeout flags are noted. Also, in step272, the manual record ON/OFF flags are noted and correlated to theaudio file.

Referring to FIGS. 5A and 5B, the original audio recording for the commsession is shown in connection with timeline 400 and audio data file402. The timing flags for the “consent acknowledgment” is noted betweentimes t-0 and t-consent. The manual record ON timing marker or flag isnoted at t-m1. The record OFF flag is noted that time t-m2. The timingmarker for the designated data field is initially designated as t-df-1.When the end of field or EOF timing marker is triggered by the eventsdiscussed above in the EOR Table, the EOF timing marker t-df-2 is notedin connection with timeline 400.

As indicated in the functional joinder of FIGS. 5A and 5B, redactionsystem 12 processes a redact function 405 to generate an “audiopermanent save” result on timeline 402. Effectively the audio signal ischopped, redacted or excerpted and certain segments are extracted fromthe original signal showed on timeline 400. Therefore the consentsegment from time t-0 to the time t-consent is saved, the segmentbetween the manual record ON audio segment from t-m1 to t-m2 is savedand the designated data field audio segment from t-df-1 to t-df-2 issaved. This is noted on timeline 402 of FIG. 5B. Compression of theaudio data in indicated by compression function 406, the result beingshown by double line arrow 408 further resulting in a smaller datapacket signal 410 which includes the comm session ID, the date, thestart time of the comm session, the end time of the comm session, thepermanently saved audio (now compressed), the agent ID, the customer UPPID and other comm session standard data. This re-configured data packetis ultimately saved in redaction database 60 and is also transferred tocall center processor 18 and saved in CC database 24. The smaller datapacket 410 can be tailored to meet “reasonable data security” protocolsin compliance with organizational data breach prevention protocols bymultiple redaction operations over longer periods of time. For example,the CC system 10 need only save the audio portion for the last 4 digitsof the customer's credit card data to confirm the credit transaction. ACC system data breach would not then reveal the full account data tointruders.

Returning to FIG. 3C, the basic redaction process noted in step 270activates the following process in step 272 which correlates the timingmarkers or flags from CC processor 18 and monitor M1 (based on multipletriggers TR) and sets the audio data save flag ON and audio data saveOFF flag based upon various conditions. One of those conditions is agentmanual ON/OFF flags noted in the timing diagrams FIGS. 5A and 5B betweent-m1 and t-m2. Another basic redaction process is the redaction of audiodata beyond timeout flags t-df-1 and t-df-2. The chopped up non-redactedaudio signal on timeline 402 is then compressed to eliminate “no signal”segments thereby reasonably reducing the data storage requirements forthe audio signal and further increasing data security for thepermanently saved, redacted and compressed audio signals in signalpacket 410. This reduces data storage charges and overhead andencryption processing time.

As for timeout period tx, timing diagrams at FIGS. 6 and 7 apply thisredaction theory. As noted by function block 411 joining FIGS. 6 and 7,the resulting comm session audio permanent save 406 has been alteredbased upon predetermined time periods “txp” and “txe” relative to themanual record ON/OFF timeframe, t-m1 and t-m2. The predetermined timeperiod “txp” is related to the manual record ON time t-m1. Apredetermined time periods tx, shown as “txp2” and “txe2” has been addedto the designated save-record period initially marked by t-df-1 andt-df-2. The alpha character “p” refers to predetermined time periodsadded to the front end or beginning of a certain record ON time marker(precursive) whereas predetermined time periods (tx) identified as “e”(see txe2) have been added at the end of the record ON time markers(successive), adding time out period tx to t-df-2.

Referring to timeline 412 in FIG. 7 and the manual recording ONrecording OFF time frame bounded by t-m1 and t-m2, a precursive timeperiod has been added to the record ON signal t-m1 thereby generating ananticipatory start-record time marker txp. For further details oftrimming processes, please see the Trim Table presented later herein.

As an example, if the agent was to request an account number from thecustomer, and the agent activated the manual record ON function afterthe customer speaks the account number, the recording of the audiosession would be reset to a time earlier than the manual record ON timetrigger.

In connection with an automatic precursive time period added to anautomatic redaction trigger event, attention is directed to theautomatic redaction event between t-df-1 and t-df-2. As indicatedearlier in connection with FIGS. 5A and 5B, t-df-1 represents an actionwhen the agent has initially begun inputting data into data field df1.The field indicator t-df-2 indicates when the agent has left thatdesignated data field df1. As an example, if the designated data fieldcontains credit card account information that the agent is manuallyentering account data based upon an oral presentation of informationsupplied by the customer, the automatic redaction system needs to beginrecording the audio segment at a time prior to the detection of an inputinto the designated data field, that is, prior to t-df-1. Therefore aprecursive predetermined time period is added to t-df-1. Thepredetermined time period tx needs to be added to the redaction segmentthereby extending or moving back the redaction segment to a pointearlier in time when the customer is audibly announcing the credit cardnumber. Hence the record ON marker is moved to anticipatory start-recordtime txp2. This is an algorithm which relates the detected data inputevent into the designated data field generates an anticipatory startrecord time marker txp2.

In a similar manner, the redacted and to-be-permanently-saved audiosegment can be expanded beyond the agent's action of leaving thedesignated data field df-1 (at timeline marker t-df-2). A predeterminedsuccessive time txe is the successive start-record time at txe2. Theadded time tx is the predetermined successive time added to the EOF. Thereference ‘e” refers to an end event. As an example of the utility ofthis successive EOR time, resulting in extension of the EOR or end ofrecord marker, the system may want to record a communication from thecustomer that “orally approves” the account number that was manuallyentered by the agent and was read back to the customer by the agent. Thecustomer acknowledges that the announced account number is accurate andthis acknowledgment confirmation is covered within the expanded redactedperm-save audio segment by time marker txe2. Another example to recordand audible confirmation of a sale of goods or services.

Returning to FIG. 3C, in step 274, the redaction timing ON/OFF command(cmd) is applied to the redaction filter 46 shown in FIG. 1. The timingcommand CMD is applied by redaction processor 42 to redaction filter 46.The markers for the redaction are created by the redaction processor 40which processes software algorithms operating on the raw audio datastored in audio data storage 54.

Continuing on to FIG. 3D and step 276, the redacted audio data materialis the throughput through filter 46 and this throughput data is appliedto redact-perm-save function block 48 in FIG. 1. Upon activation ofpermanent save function 48, the system automatically (a) saves theredacted audio segment in the redact database 60 and (b) generates adelete-all-audio data command in function 50. This delete entire audiocomm session file command is applied to data shred operation 52 whichoperates on audio data storage 54. Preferably crypto logic functions areemployed in a crypto shredding operation on audio data storage 54 and onany audio data stored in temporary memory 44 (if that memory is active)and via alternate module 65 to CC database 24 and CC temporary memory22.

As discussed above in connection with a data packet 410 in FIG. 5B, asnoted in FIG. 3D, at step 280, upon an upload command from call center10, redaction subsystem 12 uploads the redacted audio data file segmentsinto CC database 24. Otherwise CC processor 18 can access the compressedand permanently saved audio records by accessing the redaction database60. The redact-permanently-save function 48 stores the redacted audiodata in database 60 as part of the comm session ID and comm sessionstandard data as noted in data record 62 of redaction database 60. Theprocess ends at step 281.

It is important to note that the predetermined time tx can be set by thesystem operator or the call center operator based upon the type of datafield then subject to agent interaction. For example, a longerprecursive added time period tx-n1 may be needed to capture and saveorally presented account data as compared with another precursivetimeframe tx-n2 needed to capture and save a simple “yes” acknowledgmentfrom the customer. The same is true for successive time periods added tothe back end of the initial timeframes. Txp need not use the same tx,added time period, as txp, the successive added time period.

In this sense, the operator of redaction subsystem 12 can preset as adefault certain precursive timeframes txp and certain successive timeframes txe for certain types of data fields. During the utilization ofthese precursive and successive timeframes added to the initial timetriggers, the call center operator can alter, by increasing ordecreasing, a particular precursive or successive timeframe txp and txe.Further, the CC operator can utilize different precursive and successivetimeframes txp and txe for each different CC agent to account for thespeed of oral communication. The same is true of geographically diversecustomers who speak at different speeds. When combined with IVR(interactive voice response), these different precursive and successivetimeframes txp and txe are helpful.

The following Trim Table gives some examples of trimming theto-be-permanently-saved audio data. The Trim Table listed below ismarked with alpha characters A, B, C, etc.

(A) Precursively moving back the start record timing marker(anticipatory start record marker)(the term “back” and “forward”referring to the direction of time in the timing diagrams, backsometimes referred to as advancing the time marker “back to an earliertime”, forward sometimes referred to as moving the time marker to alater time)(see discussion of a precursive predetermined period oftime).

(B) Successively moving forward the start record timing marker to alater time (see discussion of a successive predetermined period of timeand moving the start time to a later start record time).

(C) Successively moving forward the EOR timing marker to a later EORtime (the supplemental EOR timing marker)(see discussion of a successivepredetermined period of time and moving the EOR to a later time).

(D) Precursively moving back the EOR timing marker back to an earliertime using upon an algorithm based upon the start record time marker,such as advancing the EOR to a point in time a predetermined time periodafter the start time)(a precursive EOR, based upon both the start timeand a mathematical formula which formula accounts for adding either (i)a set or predetermined period to time to the start time or (ii) apredetermined mathematical formula adding time to the start time (forexample, a 12 character input results in adding 4 seconds plus 1additional second for each input character over 12 (acharacter-dependent formula)), resulting in a supplemental EOR thatoverrides the EOF/EOR.

(E) Using the foregoing precursive and successive algorithms (A-D) withIVR interactive data fields.

With respect to FIG. 4A, this flowchart and process module shows anexpanded redaction process 300. In step 302 the redaction subsystem 12obtains the entire audio file for the comm session with the initial timemarker flags and stores that data in audio data storage 54. In step 305,the system 12 executes the basic Redact Process unless the systemoperator activates one or more of the Redact Enhancement Routines thatare discussed later with respect to FIG. 4A. It should be noted thatthese redaction processes can be reorganized and combined or separatedin order to achieve a more desirable permanently saved audio datasegments for a particular comm session. Further, it should be noted thatthe redaction process can be engaged not only at or near the initialtime of data acquisition by call center 10, but the redaction processcan be re-engaged periodically to further compress the permanently savedaudio files. For example it may be a reasonable security risk for thecall center operator to save the oral presentation by the customer ofhis or her full credit card account number for a six month timeframe.That six (6) month time frame represents an enlarged period within whichthe customer may reject the credit card charge for the purchase of goodsor services. After the six-month period the call center operator mayre-engage the redaction processes on the audio files saved in redactdatabase 62 eliminate all but the last four digits of the credit cardaccount for all audio data files. This six-month delayed re-redaction isappropriate to securely save the account data and save only minimalindications of the account data in order to (a) save confirm data and(b) achieve business data breach protocol, both at the initialdata-acquisition phase, but also for the 6 month re-redact data cycleafter the need to permanently save all account data expires. Statedotherwise, there may be no business reason to save the full account datafor more than 6 months.

In step 306, the redaction system 12 permanently saves the customerconsent audio segment represented in timeline 400 at times t-0 throught-consent. The consent audio segment EOF may be triggered subject to arecord OFF command by the agent or may be triggered based upon a presettime txe from start time t-0.

In step 308, the redaction process trims the audio data file betweentrigger events t-df-1 and t-df-2. This trimming in step 308 can shortenthe to-be-saved data file such that only a predetermined time frame txcalculated in a precursive manner from the EOF time marker t-df-2 ispart of the perm-save audio file. The trimmed time marker in thetimeline 416 is noted as txt. This trimming of the initial timeframet-df-1 and t-df-2 can be conducted precursively based upon the EOF orcan be conducted successively based upon t-df-1, that is, advancing thetrim marker forward a set period tx from the initial time marker t-df-1.

Of course there are many different algorithms which can be employed in atrimming operation. For example rather than trim a credit card accountaudio file to just the last four digits (see save data txt for t-df-2),a timing sequence can be employed with an algorithm that chops an audiorepresentation of a 12 digit credit card account data into fourdifferent “permanent save timeframes.” Some data security specialistswould suggest that slicing a 12 digit data string into multiple slicesand discarding intermediate slices provides a higher degree of datasecurity than just saving the last four digits of the 12 digit creditcard account number. This algorithm uses the start time and EOF/EOR andsome mathematical chop function.

Another example for this trimming, multiple slicing and discarding ofintermediate slices may be better applied to long audio recordings suchas audio recordings regarding medical history obtained from a customer.In order to confirm that the customer provided reasonable information,the automated slicing and discarding of intermediate slices may besufficient to establish that the customer did or did not inform a lifeinsurance underwriter of the medical condition. The entire audio filemay not be necessary, only some confirmatory portions. A medical dataslice and chop may be reasonable to achieve PCI compliance.

Continuing on in FIG. 4B and step 326, redaction system 12 saves theaudio segments in redaction database 60 and deletes the entire audiodata file from audio data storage 54.

In step 331, alternative modules may be activated by the Sys Op.

FIG. 8 diagrammatically illustrates a redaction subsystem 12 with adecoder-transcriber 84 coupled to redaction processor 40 and audio datastorage 54. The decoder and transcriber 84 saves transcribed data indata storage 54.

Alternatively in connection with step 354 in FIG. 4C, the processor maydetect the next designated data field df2 FIG. 1 or anykeyboard-keypad-mouse command which marks the EOR or EOF for that IVRrecognition audio segment.

Step 356 provides another alternative. When the system has initiallyturned ON the recorder, the redaction system 12 may issue a command toCC processor 18 effectively to visually notify the agent of the recordON event. The processor, operating in connection with CC database 24,visually displays to the agent at terminal 26 that the audio recorderhas been turned ON. The agent may manually select the recorder OFFcontrol which marks the end of the recording session EOR or EOF for theaudio segment to be saved.

Further record ON operations may be automatically engaged as needed.Stated otherwise, for an IVR interactive field, the record function maygo ON and OFF as needed based upon agent curser position or agent“record ON” manual command and be turned OFF as described in the severaldifferent ways in connection with all other record OFF time markers.

In another alternative step 358, if the audio file reveals no sound fromthe customer or the agent for a predetermined period of time tx or notesonly extremely low or nominal volume for a period of time, thisindicates a period of silence on the line which may also mark EOF forthe end of the IVR recording operation. In this control function tx is aminimum Record ON—save audio segment control.

In addition to the trimming actions discussed above, the redactionprocess can trim silent periods of low speech volume and no audiorecorded periods which “silent periods” are in the middle of long audiorecordings. These silent periods are cut or redacted from the savedaudio record.

In step 361, the system operator or call center operator determineswhether to activate the redaction process for pre- and post time periodstxp or txe discussed above. In step 362 the audio segments arepermanently saved in redaction database 60 and the audio files andtranscribed data files are shredded in the audio storage database 54. Instep 364 an upload command from the call center 10 is responded to andthe saved audio files are sent to the call center. Otherwise, the callcenter is permitted access to redaction database 60. The process ends instep 367.

FIG. 9 shows a redaction process with multiple data shred operations infunctional block 501. In step 504 call center 10 (FIG. 1) activatesredaction subsystem 12 as needed. In step 506, when redaction subsystem12 issues a “delete entire audio file” command from auto delete function50, the local audio data file in audio data storage 54 is deleted andpreferably crypto shredded. In step 508 the redaction processor 40issues a crypto shred second audio file command or instruction inconnection with a particular second database. As earlier explained inconnection with FIG. 1, alternate module 65 can be used to send thissecond delete or shred command to second database 24 via centralprocessor 18, temporary storage 22 and CC database 24. In step 510redaction processor 40 logs the “deletion of audio files from datastorage 54” and deletion of other databases (such as CC database 24) inredaction database 60. The “delete all audio files” may be unique to aparticular redacted comm session or may be global over a presettimeframe for a number of audio files. This “log of deletion” is storedin the comm session data record 62 in redact database 60. In step 512 ifthe call center is remote from the redaction processor, the audio filedestroyed log data is stored both in CC database 24 and redact database60.

FIG. 10 diagrammatical illustrates the remote system and the multipledeletion of audio data files both in call center 10 and redactionsubsystem 12. Delete command function block 72 issues a “delete allaudio” data command to shredding operation 74 associated with CCdatabase 24. Preferably, crypto shredding is employed in shred function74. However if call center 10 is geographically remote from redactionprocessor 40 and redaction system 12, the “delete all” command moduleissues the delete all command to the redact processor 40 (noted bydashed line 73) to telecom network 16 and then to CC processor 18.

FIG. 11 diagrammatically illustrates an integrated system wherein theredaction subsystem is an integral part of the call center. Integratedsystem 9 has many of the same components and functional modules asdescribed earlier. CC processor 18 includes monitor M1 which issuestiming triggers TR based upon certain actions of agent A1 on terminal26. Additionally terminal 26 may include a local monitor M2 that worksin conjunction with CC monitor module M1 in CC processor 18 to generatemultiple initial timing signals TR. As explained earlier, the timingsignals generally represent activation in a designated data field df1and successive or subsequent actions by the agent in another data fielddf2. The first trigger in the timeline for data field df1 is t-df-1. Theend of file EOF for the first designated data field df1 is either somemovement or keypad activity by the agent away from data field df1 or theinitiation of activity in another data field df2. The second data fielddf2 may be a nondesignated data field or may be a designated data field.The term “designated” refers to generating a record ON timing marker fordata input into the particular data field.

In the integrated system, the call center database 24 is combined withthe redaction database 60 (see FIG. 1) forming a large, integrateddatabase 76 in FIG. 11. The segmentation of database 76 into CC database24 and redact database 60 as well as separation of campaigns and redactdata records for Corp A, Corp B and Corp C still applies. In other wordsthe operator of integrated call center 90 may still be a trustedthird-party TTP providing campaign services for independent call centersB and C and in-house call center for Corp A.

Also, in connection with integrated system 90, the audio data storage 54may be included in integrated database 76 as noted by the databaseextension 80 and the dashed line 82 extending between audio data storage54 and integrated database segment 80. As stated earlier, all datastorage facilities can be combined or can be separated out to provide amore efficient operation. The key elements are to identify record ONtiming signals, both initially and post-acquisition, and to processthose record ON timing signals to achieve better capture and permanentstorage of audio data as well as to trim that audio data stored to meetbusiness protocols. In this manner the present system provides a uniquesolution to an ever-expanding list of problems: how much audio recordedPII and medical and security data should be kept; for what periods oftime; for what purposes; and how much highly secure data storageservices must be employed over what periods of time and at what cost inorder to reduce or eliminate the threat of data breaches. The automatedredaction and permanent storage and permanent deletion routines hereinsolve those problems.

FIG. 11 generally diagrammatically illustrates a call center with aredactor. Other features of the call center with redactor are shown inthe Figures. It should be noted that the call center with redactor couldbe deployed at a single physical location or deployed over multiplephysical locations that are interconnected by a telecommunicationnetwork as a distributed computer system or may be deployed as acloud-based computer processing system.

As discussed earlier, the agent at terminal 26 engages in acommunications session with a customer via telecom network 14. The callcenter is coupled or connected to several communications networks. Theagent has a computer with the display monitor and a user interactiveinput device (keyboard, keypad, mouse, touchscreen, etc.) and has atwo-way audio interface with the customer. The two-way audio interfacepermits the agent to audibly discuss matters with the customer.

The call center has a CC processor 18 and a CC database which, in FIG.11, is integrated database 76. In the distributed computing network (maybe cloud-based computing network or a remote deployment) shown in FIG.1, the CC database is database 24. The call center with a redactorincludes an audio data store shown in FIG. 11 as audio data store 54which may also be, in certain embodiments, integrated into integrateddatabase 76 as data storage memory segment 80. In FIG. 1, the audio datastore 54 may be included in redact database 60. See FIG. 11. The CCdatabase has a plurality of data input forms which are generated andpresented for display by processor 18 for display on the agent'scomputer monitor. See FIG. 2A. Those forms as shown in FIG. 1 includethe form on display on monitor 28 with data fields df1, df2.

The call center with redactor includes a data input monitors M1 (in theCC processor) and potentially M2 (a thin client program) in the agentterminal which data input monitors are coupled to the CC processor 18and are activated upon the agent's data input into one of the designateddata fields, df1, df2. The call center with redactor includes a startrecord trigger TR which is coupled to the CC processor 18. The triggeris activated when the agent begins entering data into the designateddata fields, df1, df2.

As part of the processor 18, there is a means for determining a startrecord time marker for the data field. Although several Figuresdiscussed herein separate CC processor 18 from redaction processor 40,persons of ordinary skill in the art recognize that those processors canbe integrated into a single processor (not shown, but see dashedconnecting line in FIG. 11). Therefore, a single processor can handlethese call center and redaction functions. Separation of the processorsis presented herein in order to clarify the different actions and, insome embodiments, to show a distributed computing environment.

The call center with redactor includes a means for determining an end ofrecord EOR time marker for the data field df1 and this can be donesolely by CC processor 18 or may be done by redaction processor 78. Thedetermination of the EOR and EOF algorithms for selecting the end ofrecording EOR and the end of file EOF signals are discussed earlier inconnection with the Figures and the flowcharts.

The call center with a redactor includes a filter 46 for the storedaudio data which filter generates a throughput which is ultimatelythroughput data which is the permanently saved audio data. The filteroperates with the start record time marker, as further processed inaccordance with the algorithms set forth above, and the EOR time marker(also processed as noted above). There is a “saved audio” data storewhich can be located in integrated database 76 or redaction database 60.Databases 76,60 permanently save the saved audio file which is generatedas throughput by the filter. Also, the call center with redactorincludes a crypto data shredder 52, 74 (FIG. 1 and FIG. 10).

The call center with redactor may include translator—decoder 84 (FIG.8). As discussed earlier, CC processor 18 may be combined with redactionprocessor 78.

Further, CC processor 18, in conjunction with redaction processor 78,has algorithms to alter the record start time marker with added timeperiods. This mean to determine an addition of a predeterminedprecursive of time period and generating an anticipatory record starttime is discussed earlier. Also the combination of CC processor 18 andredaction processor 78 includes an algorithm for adding or subtractingtime periods from the EOR/EOF as a means for determining an amended orsupplemental EOR time marker based upon various events such as an agentrecord OFF command, data input from df1 into another designated datafield df2, data input from df1 into another nondesignated data field,data exceeding a field limit, data not permitted into the field (anumeric field which receives an alpha character input) and others asexplained earlier. The EOR time(s) can be changed by adding (advanced)or moving forward (set to a later time) by adding to the EOR time marker(a later time) or moving the initial EOR time marker back to an earliertime.

In the drawings, and sometimes in the specification, reference is madeto certain abbreviations. The following Abbreviations Table provides acorrespondence between the abbreviations and the item or feature.

Abbreviations Table Admin Administrator, typically the system operatoror administrator addr address - typically an address, street, city,state, zip agt agent, as in call center agent or operator alt. alternateor optional path or step, see “opt” ANN artificial neural network,sometimes an AI network, artificial intelligence network or algorithmAPI application program interface ASP application service provider,typically SAAS or a server on a network providing data input, output andprocessing services to another auto automatic, without manualactivation, maybe a pre-set condition, set by the system operator, priorto use of functional program AV audio visual bd board Bk Bank or otherfinancial institution (credit union, brokerage house, etc) Bus.Business, see also Corp. CCU Central Control Unit or Module CD-RWcompact disk drive with read/write feature for CD disk chrg credit cardcharge slip or transaction record cmd command Cntr Center, as in CallCenter, either at a physical location, over distributed locations orvirtual cloud-based centers of operation comm communications, typicallytelecommunications, see also session comm comp computer, includes desktops, laptops, tablets and smart phones with an internet enabledcommunications module, any computer-enabled device Corp A Company A, ascompared to Company B CPU central processing unit cr. cd. credit card ordebit card, and includes card no., expiry date, security code, etc. cr.cd.-4 the last 4 digits of the credit card no. DB database df datafield, typically the data filed to be completed by the agent during acomm session with a customer df flags a timing marker associated with ancomm session event dele delete, as in delete data, usually permanentlydesig designated, as in system operator “data designated to be saved”disc discount, as in discounting a credit card charge slip disp display,typically data shown on a monitor or display screen of acomputer-enabled device, may be an interactive data input screendisplayed to the operator/agent, or may be an output report displayed onthe screen, typically display a web page or display of certaininformation. displ display, see above doc document drv drive, e.g.,computer hard drive DS data storage e encryption e.g. for example ememail eof or end of data field EOF equip equipment F or f frequency fncfunction, typically a computer function func function, typically acomputer function h-link hyper link to a certain webpage or landing pageI/O input/output id identify or identification (such as a session id)IED Internet-enabled device, like a smart phone, tablet computer,computer, etc. IP addr. internet protocol address of internet enableddevice IVR interactive voice response function kypd keypad or touchscreen display acting as a keypad kyBd keyboard or a touch screendisplay function loc location mbr member med medical, as in medical datamem memory mess message as in SMS or text message mgmt management,typically the Call Center Operator mic microphone or audio pickup devicemod module, unit or sub-system ntwk network, namely a telecomm network,typically internet based network. A local area network is also possible.obj object, for example, a data object opt optional or alternativeprogram or module pg page, typically a web page, may be a landing webpage pgm program ph phone, namely an internet enabled phone, such as asmart phone ph. no. phone number PII personal identifying data,typically a customer name, address, phone number, SSN, cr. cd. or otherfinancial data, etc. pmt payment, as in payment processor handing cr.cd. transactions proc processor, typically a microprocessor pt. point,as in jump point to another portion of the program Pty party engaged intelecomm or internet enabled communications P/W password pwr power rcddatabase record or record profile re regarding or relating to reconreconstruct rel release RQT request rev review Rpt Report rt real time,may include day and time stamp data sch search sec security seg segment,as in a segment of an audio file sel select sess session, as in telecommsession between an agent and a customer sig cond signal conditioner SLsecurity level (sometimes S1 for security level 1, etc.) smart ph smartphone coupled to the internet sms text message spkr speaker or audioannouncement device SSN social security number (“no.”) SSN-4 last 4digits of social security number std standard, typically protocol set bya group and accepted by the system operator stmt statement, as in bankstatement, or payment made statement Svr sever, as in web server syssystem Sys Op System Operator t time t-out the expiration of a time-outclock or period, the time-out clock is started at a pre-set event starttime t plus tx an additional pre-set period of time added to atime-based trigger, for example, when a time-end-flag is created, t =time-end-flag, the “t plus tx” period, when tx = 3 sec., is the timestamp at time-end-flag plus 3 sec. txp “pre” - a pre-set time periodbefore a data field time marker, df-t plus txp, captures/saves audioprior to the df marker txe “end” - a pre-set time period after the endof a data field time marker (EOF), df-EOF-t plus tx captures/saves thedf-t audio plus a pre-set time after the df-EOF marker ta a time markedtriggered based upon IVR - audio transcribed and decoded “specialword/phrase” located in the audio file tatxe “end” - a pre-set timeperiod after the IVR decoded special word indicating that audio fileredaction end; alternatively, the tatxe notes the next data field timemarker df-t activated by the agent tbl tablet computer telecomtelecommunications system or network temp mem temporary memory, RAM,etc., not permanently stored data memory or data storage units TTPTrusted Third Party system tr trigger, usually form monitors m1 or m2txr transmitter - receiver device, maybe BLUETOOTH (tm), lan, wirelesstelecom network, or radio frequency UPP user or customer personalprofile URL Uniform Resource Locator or other network locator univuniversal application or common application w/ with w/in within w/outwithout w/r/t with respect to

Description of Typical System Features

The system described above relates to a TTP remote processor or a localTTP processor which automatically redacts data from an audio file basedupon either (a) the agent's interaction with the agent computer orcomputer-enabled device (e.g., when the agent moves from one data fieldto another data filed during a comm session with the customer) and/or(b) a time-based trimming of the audio file; or (c) an IVR function.After the redaction, the original audio file is destroyed or the TTPtemporary memory is cleared of data.

The process and system may be deployed over multiple Internet-enableddevices (IED), such as, smart phone, cell phone with an APP, tabletcomputer, computer, or other IED device that is internet enabled.Computer tablets and other electronic devices may be configured in thismanner. The APP or internet portal permits the person to access thesystem. If the user communicates with the system in a voice mode, theuser may interact with an interactive voice response system or module,an IVR.

The present invention processes data via computer systems, over theInternet and/or on a computer network (LAN or WAN), and computerprograms, computer modules and information processing systems accomplishthese audio file redaction services.

It is important to know that the embodiments illustrated herein anddescribed herein below are only examples of the many advantageous usesof the innovative teachings set forth herein. In general, statementsmade in the specification of the present application do not necessarilylimit any of the various claimed inventions. Moreover, some statementsmay apply to some inventive features but not to others. In general,unless otherwise indicated, singular elements may be in the plural andvice versa with no loss of generality. In the drawings, like numeralsrefer to like parts or features throughout the several views.

The present invention could be produced in hardware or software, or in acombination of hardware and software, and these implementations would beknown to one of ordinary skill in the art. The system, or method,according to the inventive principles as disclosed in connection withthe preferred embodiment, may be produced in a single computer systemhaving separate elements or means for performing the individualfunctions or steps described or claimed or one or more elements or meanscombining the performance of any of the functions or steps disclosed orclaimed, or may be arranged in a distributed computer system,interconnected by any suitable means as would be known by one ofordinary skill in the art.

According to the inventive principles as disclosed in connection withthe preferred embodiments, the invention and the inventive principlesare not limited to any particular kind of computer system but may beused with any general purpose computer, as would be known to one ofordinary skill in the art, arranged to perform the functions describedand the method steps described. The operations of such a computer, asdescribed above, may be according to a computer program contained on amedium for use in the operation or control of the computer as would beknown to one of ordinary skill in the art. The computer medium which maybe used to hold or contain the computer program product, may be afixture of the computer such as an embedded memory or may be on atransportable medium such as a disk, as would be known to one ofordinary skill in the art. Further, the program, or components ormodules thereof, may be downloaded from the Internet of otherwisethrough a computer network.

The invention is not limited to any particular computer program or logicor language, or instruction but may be practiced with any such suitableprogram, logic or language, or instructions as would be known to one ofordinary skill in the art. Without limiting the principles of thedisclosed invention any such computing system can include, inter alia,at least a computer readable medium allowing a computer to read data,instructions, messages or message packets, and other computer readableinformation from the computer readable medium. The computer readablemedium may include non-volatile memory, such as ROM, flash memory,floppy disk, disk drive memory, CD-ROM, and other permanent storage.Additionally, a computer readable medium may include, for example,volatile storage such as RAM, buffers, cache memory, and networkcircuits.

Furthermore, the computer readable medium may include computer readableinformation in a transitory state medium such as a network link and/or anetwork interface, including a wired network or a wireless network, thatallow a computer to read such computer readable information.

Those of skill in the art will appreciate that the various illustrativemodules, components, engines and method steps described in connectionwith the above described figures and embodiments disclosed herein canoften be implemented as electronic hardware, software, firmware orcombinations of the foregoing. To clearly illustrate thisinterchangeability of hardware and software, various illustrativemodules and method steps have been described above generally in terms oftheir functionality. Whether such functionality is implemented ashardware or software depends upon the particular application and designconstraints imposed on the overall system. Skilled persons can implementthe described functionality in varying ways for each particularapplication, but such implementation decisions should not be interpretedas causing a departure from the scope of the invention. In addition, thegrouping of functions within a module or step is for ease ofdescription. Specific functions can be moved from one module or step toanother without departing from the invention.

Moreover, the various illustrative modules, components, engines, andmethod steps described in connection with the embodiments disclosedherein can be implemented or performed with hardware such as a generalpurpose processor, a digital signal processor (“DSP”), an applicationspecific integrated circuit (“ASIC”), field programmable gate array(“FPGA”) or other programmable logic device, discrete gate or transistorlogic, discrete hardware components, or any combination thereof designedto perform the functions described herein. A general-purpose processoris hardware and can be a microprocessor, but in the alternative, theprocessor can be any hardware processor or controller, microcontroller.A processor can also be implemented as a combination of computingdevices, for example, a combination of a DSP and a microprocessor, aplurality of microprocessors, one or more microprocessors in conjunctionwith a DSP core, or any other such configuration.

Additionally, the steps of a method or algorithm and the functionalityof a component, engine, or module described in connection with theembodiments disclosed herein can be embodied directly in hardware, insoftware executed by a processor, or in a combination of the two.Software can reside in computer or controller accessiblecomputer-readable storage media including RAM memory, flash memory, ROMmemory, EPROM memory, EEPROM memory, registers, hard disk, a removabledisk, a CD-ROM, or any other form of storage medium including a networkstorage medium. An exemplary storage medium can be coupled to theprocessor such the processor can read information from, and writeinformation to, the storage medium. In the alternative, the storagemedium can be integral to the processor. The processor and the storagemedium can also reside in an ASIC.

The above description of the disclosed embodiments is provided to enableany person skilled in the art to make or use the invention. Variousmodifications to these embodiments will be readily apparent to thoseskilled in the art, and the generic principles described herein can beapplied to other embodiments without departing from the spirit or scopeof the invention. Thus, it is to be understood that the description anddrawings presented herein represent exemplary embodiments of theinvention and are therefore representative of the subject matter whichis broadly contemplated by the present invention. It is furtherunderstood that the scope of the present invention fully encompassesother embodiments and that the scope of the present invention isaccordingly limited by nothing other than the appended claims.

What is claimed is:
 1. A redaction process for a captured audio file,deployed in combination with a call center wherein the call centerincludes a call center (“CC”) processor, a CC database and one or moreCC interfaces for one or more communications networks, said CC processorhandling calls between a plurality of customers and a plurality of callcenter agents, a corresponding agent in communication with a respectivecustomer via one or more networks coupled to said CC processor via saidone or more CC interfaces wherein a unique communication session betweena respective customer and agent includes voice-based audio data, theredaction process comprising: storing, at least on a temporary basis,said audio data; monitoring data input from said agent into one or morepredefined data fields, said data fields associated with said CCdatabase and the input processed by said CC processor; generating astart-record time marker based upon an initial data input by said agentinto one data field of said one or more predefined data fields andgenerating [a] an end-of-recording (“EOR”) time marker for said datafield; filtering the stored audio data and permanently saving audio datawithin the start-record time marker and the EOR time marker; deletingall stored audio data except for the permanently saved audio data in amanner that substantially eliminates retrieval of said stored audiodata; and further deleting all stored audio data in the CC databaseexcept for the permanently saved audio data by a permanent data deletionoperation.
 2. The redaction process operative in combination with saidcall center as claimed in claim 1 wherein said call center is a cloudcomputing operation, said CC database stores on a temporary basis saidaudio data; and the redaction process deletes all stored audio data inthe CC database except for the permanently saved audio data; theredaction process includes associating said permanently saved audio datawith communication (“comm”) session data for the respectivecustomer-agent communication session.
 3. (canceled)
 4. The redactionprocess operative in combination with said call center as claimed inclaim 1: wherein said CC processor and said CC database is remotelydisposed over the Internet at a geographically remote location from saidredaction process; wherein storing said audio data, at least on saidtemporary basis, occurs in said CC database; wherein monitoring datainput from said agent occurs in connection with said CC processor; forsaid redaction process: providing a redaction processor which isassociated with a redaction database and a redaction interface whichredaction processor and redaction interface communicates with said oneor more communications networks; establishing communication between saidredaction processor and said CC processor via their respectiveinterfaces; said redaction processor and redaction database acceptingsaid stored audio data from said CC processor; after accepting,filtering said stored audio data; said permanently saved audio databeing stored in said redaction database along with comm session data forthe respective customer-agent communication session; issuing adelete-audio-file instruction to said CC processor to delete all storedaudio data in said manner that substantially eliminates retrieval; anduploading to said CC processor said permanently saved audio data fromsaid redaction database.
 5. The redaction process operative incombination with said call center as claimed in claim 1 wherein theredaction process includes: storing said audio data, at least on saidtemporary basis, in said CC database; said CC processor generating saidstart-record time marker based upon said initial data input by saidagent into said data field and generating said end-of-recording (“EOR”)time marker for said data field; said CC processor filtering said storedaudio data and permanently saving audio data in said CC database asredacted saved audio data with comm session data; and said CC processordeleting all stored audio data from said CC database by crypto-shreddingexcept for said redacted saved audio data.
 6. The redaction processoperative in combination with said call center as claimed in claim 1including: after generating said start-record time marker and prior tofiltering the stored audio data, adding a predetermined precursive timeperiod to said start-record time marker resulting in an anticipatorystart-record time marker; filtering the stored audio data based uponsaid anticipatory start-record time marker and said EOR time marker. 7.The redaction process operative in combination with said call center asclaimed in claim 1 wherein said initial data input by said agent isinput into a designated data field, the redaction process including:generating said EOR based upon one or more of: data input into saiddesignated data field exceeding a data field limit; further data inputby said agent into another data field other than said designated datafield; an agent keyed input from a group of keyed inputs including anenter key, a tab key, a page-up key, a page-down key, an alpha key, anumeric key, and a predetermined command keyset, said agent keyed inputassociated with either keyboard responses detected by said CC processor,touch screen responses detected by said CC processor, or cursor-directedresponses detected by said CC processor.
 8. The redaction processoperative in combination with said call center as claimed in claim 6wherein after obtaining the anticipatory start-record time marker andthe EOR time marker, trimming the to-be-permanently-saved audio data byeither moving the EOR time marker back in time by a predetermined trimtime period, moving the EOR time marker back in time by a predeterminedtrim-start time period wherein the EOR is correlated to the anticipatorystart-record time marker, or advancing the EOR time marker apredetermined advance time period.
 9. The redaction process operative incombination with said call center as claimed in claim 7 wherein afterobtaining the anticipatory start-record time marker and the EOR timemarker, trimming the to-be-permanently-saved audio data by either movingthe EOR time marker back in time by a predetermined trim time period,moving the EOR time marker back in time by a predetermined trim-starttime period wherein the EOR is correlated to the anticipatorystart-record time marker, or advancing the EOR time marker apredetermined advance time period.
 10. The redaction process operativein combination with said call center as claimed in claim 7 including:after generating said start-record time marker and prior to filteringthe stored audio data, adding a predetermined precursive time period tosaid start-record time marker resulting in an anticipatory start-recordtime marker; after generating said EOR and prior to filtering the storedaudio data, adding a predetermined precursive EOR time period to saidEOR resulting in an anticipatory EOR time marker; filtering the storedaudio data based upon said anticipatory start-record time marker andsaid anticipatory EOR time marker.
 11. The redaction process operativein combination with said call center as claimed in claim 7 including:after generating said start-record time marker and prior to filteringthe stored audio data, either (i) adding a predetermined precursive timeperiod to said start-record time marker resulting in an anticipatorystart-record time marker; or (ii) adding a predetermined successive timeperiod to said start-record time marker resulting in an successivestart-record time marker; after generating said EOR and prior tofiltering the stored audio data, either (a) adding a predeterminedprecursive time period to said EOR time period resulting in asupplemental EOR time marker which overrides said EOR time marker; (b)adding a predetermined successive EOR time period to said EOR resultingin a supplemental EOR time marker which overrides said EOR time marker;filtering the stored audio data based upon one or more of saidanticipatory start-record time marker, successive start-record timemarker, and said supplemental EOR time marker.
 12. The redaction processoperative in combination with said call center as claimed in claim 1wherein: wherein said data field is an interactive data field; providingan interactive voice response data field for said redaction process;activating said interactive voice response data field and thereaftergenerating said start-record time marker for said interactive datafield.
 13. The redaction process operative in combination with said callcenter as claimed in claim 1 including: providing an interactive voiceresponse data field for said redaction process.
 14. The redactionprocess operative in combination with said call center as claimed inclaim 13 including: after generating said start-record time marker andprior to filtering the stored audio data, adding a predeterminedprecursive time period to said start-record time marker resulting in ananticipatory start-record time marker; filtering the stored audio databased upon said anticipatory start-record time marker and said EOR timemarker.
 15. The redaction process operative in combination with saidcall center as claimed in claim 14 wherein said initial data input bysaid agent is input into a designated data field, the redaction processincluding: generating said EOR based upon one or more of: an agentrecord-off command; data input into said designated data field exceedinga data field limit; further data input by said agent into another datafield other than said designated data field; an agent keyed input from agroup of keyed inputs including an enter key, a tab key, a page-up key,a page-down key, an alpha key, a numeric key, and a predeterminedcommand keyset, said agent keyed input associated with either keyboardresponses detected by said CC processor, touch screen responses detectedby said CC processor, or cursor-directed responses detected by said CCprocessor.
 16. The redaction process operative in combination with saidcall center as claimed in claim 15 including generating said EOR basedupon said interactive voice response data field activity.
 17. Theredaction process operative in combination with said call center asclaimed in claim 16 including an interactive end-of-file (EOF) datafield action.
 18. The redaction process operative in combination withsaid call center as claimed in claim 2 including: after generating saidstart-record time marker and prior to filtering the stored audio data,adding a predetermined precursive time period to said start-record timemarker resulting in an anticipatory start-record time marker; filteringthe stored audio data based upon said anticipatory start-record timemarker and said EOR time marker.
 19. The redaction process operative incombination with said call center as claimed in claim 2 wherein saidinitial data input by said agent is input into a designated data field,the redaction process including: generating said EOR based upon one ormore of: data input into said designated data field exceeding a datafield limit; further data input by said agent into another data fieldother than said designated data field; an agent keyed input from a groupof keyed inputs including an enter key, a tab key, a page-up key, apage-down key, an alpha key, a numeric key, and a predetermined commandkeyset, said agent keyed input associated with either keyboard responsesdetected by said CC processor, touch screen responses detected by saidCC processor, or cursor-directed responses detected by said CCprocessor.
 20. The redaction process operative in combination with saidcall center as claimed in claim 19 including: after generating saidstart-record time marker and prior to filtering the stored audio data,either (i) adding a predetermined precursive time period to saidstart-record time marker resulting in an anticipatory start-record timemarker; or (ii) adding a predetermined successive time period to saidstart-record time marker resulting in an successive start-record timemarker; after generating said EOR and prior to filtering the storedaudio data, either (a) adding a predetermined precursive time period tosaid EOR time period resulting in a supplemental EOR time marker whichoverrides said EOR time marker; (b) adding a predetermined successiveEOR time period to said EOR resulting in a supplemental EOR time markerwhich overrides said EOR time marker; filtering the stored audio databased upon one or more of said anticipatory start-record time marker,successive start-record time marker, and said supplemental EOR timemarker.
 21. The redaction process operative in combination with saidcall center as claimed in claim 5 including: after generating saidstart-record time marker and prior to filtering the stored audio data,adding a predetermined precursive time period to said start-record timemarker resulting in an anticipatory start-record time marker; filteringthe stored audio data based upon said anticipatory start-record timemarker and said EOR time marker.
 22. The redaction process operative incombination with said call center as claimed in claim 5 wherein saidinitial data input by said agent is input into a designated data field,the redaction process including: generating said EOR based upon one ormore of: data input into said designated data field exceeding a datafield limit; further data input by said agent into another data fieldother than said designated data field; an agent keyed input from a groupof keyed inputs including an enter key, a tab key, a page-up key, apage-down key, an alpha key, a numeric key, and a predetermined commandkeyset, said agent keyed input associated with either keyboard responsesdetected by said CC processor, touch screen responses detected by saidCC processor, or cursor-directed responses detected by said CCprocessor.
 23. The redaction process operative in combination with saidcall center as claimed in claim 27 including: after generating saidstart-record time marker and prior to filtering the stored audio data,either (i) adding a predetermined precursive time period to saidstart-record time marker resulting in an anticipatory start-record timemarker; or (ii) adding a predetermined successive time period to saidstart-record time marker resulting in an successive start-record timemarker; after generating said EOR and prior to filtering the storedaudio data, either (a) adding a predetermined precursive time period tosaid EOR time period resulting in a supplemental EOR time marker whichoverrides said EOR time marker; (b) adding a predetermined successiveEOR time period to said EOR resulting in a supplemental EOR time markerwhich overrides said EOR time marker; filtering the stored audio databased upon one or more of said anticipatory start-record time marker,successive start-record time marker, and said supplemental EOR timemarker.
 24. A redaction process for a captured audio file, deployed incombination with a cloud-based call center wherein the call centerincludes a cloud-based call center (“CC”) processor and a cloud-based CCdatabase and interfaces for communications between a plurality ofcustomers and a plurality of call center agents connected to the callcenter, wherein the call center handles at least one uniquecommunication (“comm”) session between a respective customer and agentwhich comm session includes voice-based audio data, the redactionprocess comprising: storing, at least on a temporary basis in said CCdatabase, said audio data; monitoring data input from said agent intoone or more predefined data fields, said data fields associated withsaid CC database and the input processed by said CC processor;generating a start-record time marker based upon an initial data inputby said agent into one data field of said one or more predefined datafields and generating a end-of-recording (“EOR”) time marker for saiddata field; filtering the stored audio data and permanently saving audiodata within the start-record time marker and the EOR time marker in saidCC database as part of a comm session data record; deleting all storedaudio data except for the permanently saved audio data in a manner thatsubstantially eliminates retrieval of said stored audio data; furtherdeleting all stored audio data in the CC database except for thepermanently saved audio data with a permanent data deletion operation.25. A call center with a redactor for redacting a captured audio fileassociated with a unique communication session between a respectivecustomer and a corresponding call center agent which audio file includesvoice-based audio data, said call center coupled to one or morecommunications networks carrying said unique communication session, saidagent having a computer with a display monitor and an user-interactiveinput device and a two-way audio interface, said agent computer coupledto said one or more communications networks carrying said uniquecommunication session, said call center comprising: a call center (“CC”)processor coupled to a CC database and further coupled to one or more CCinterfaces for said one or more communications networks, said agent andsaid customer coupled to said CC processor via said one or more CCinterfaces carrying said unique agent-customer communication session; anaudio data store for said audio data associated with said CC database,which stores, at least on a temporary basis, said voice-based audio dataunder the control of said CC processor coupled to said audio data store;said CC database having a plurality of data input forms which aregenerated for display on said agent's computer monitor, at least onedata input form having a designated data field; a data input monitorcoupled to said CC processor activated upon said agent's data input intosaid designated data field on said one data input form displayed on saidagent's computer monitor; a start-record trigger coupled to said CCprocessor and said data input monitor activated upon said agent's datainput into said designated data field, said start-record triggergenerating a start-record time marker which is associated with thestored audio data; as part of said CC processor, means for determiningan end-of-recording (“EOR”) time marker for said data field, said EORassociated with the stored audio data; coupled to said CC processor, afilter for the stored audio data which generates as a throughput to-bepermanently saved audio data within the start-record time marker and theEOR time marker; a saved audio data store for said permanently savedaudio data receiving the filter throughput; and a data shredder whichpermanently deletes said stored audio data form said CC database.
 26. Acall center with a redactor as claimed in claim 25 including: aninteractive voice response data field coupled to said CC processor; saidCC processor having means for generating said start-record time markerbased upon action in said interactive voice response data field.
 27. Acall center with a redactor as claimed in claim 25 including means foradding a predetermined precursive time period to said start-record timemarker resulting in an anticipatory start-record time marker, saidanticipatory start-record time marker applied to said filter; saidfilter generating throughput as to-be permanently saved audio data basedupon said anticipatory start-record time marker and said EOR timemarker.
 28. A call center with a redactor as claimed in claim 27 whereinsaid means for determining said EOR time marker includes generating saidEOR time marker based upon one or more of: an agent record-off command;data input into said designated data field exceeding a data field limit;further data input by said agent into another data field other than saiddesignated data field; an agent keyed input from a group of keyed inputsincluding an enter key, a tab key, a page-up key, a page-down key, analpha key, a numeric key, and a predetermined command keyset, said agentkeyed input associated with either keyboard responses detected by saidCC processor, touch screen responses detected by said CC processor, orcursor-directed responses detected by said CC processor.